FAQ

We now offer 24/7/365 tech support, with a 30-minute response time.          Contact us at techsupport@pachawaii.com or 808-824-3495

Cable box (or other equipment) not functioning?

With the cable box, first check that the unit is powered on. You can tell this by looking at the clock area and seeing if there is a little green power dot. If not, then press the power button on the left side of the cable box to power on. (If you’re not seeing the clock or any power indications then the cable box might be locked up and need a power disconnect/reconnect or the cable box is malfunctioning and needs to be reported to Oceanic Time Warner)

 

If you’re getting picture and sound but no control check that the little IR eye (looks like a black tear drop) is placed on the equipment. If it hanging loose or not on the equipment the eye needs to be place near the sensor. The best way to find the correct spot is to have the remote in your hand, press the guide button multiple times all while moving the IR eye around the front of the equipment until you see the guide pop on and off on the TV screen. If you see the guide pop on and off then that is the correct placement of the IF eye, you can secure the eye with basic scotch tape.

You have picture and sound but no control!

If you’re getting picture and sound but no control check that the little IR eye (looks like a black tear drop) is placed on the equipment. If it hanging loose or not on the equipment the eye needs to be place near the sensor. The best way to find the correct spot is to have the remote in your hand, press the guide (or menu) button multiple times all while moving the IR eye around the front of the equipment until you see the guide (or menu) pop on and off on the TV screen. If you see the guide (or menu) pop on and off then that is the correct placement of the IR eye, you can secure the eye with basic scotch tape.


Cisco Cable box model 8742HDC. Its IR placement area is in that red circle

System not working?

One of the main items we get calls on all the time is SYSTEM NOT WORKING! We want to dissect that some to get to the root of this. Most times it’s a cable box issue or similar and it’s NOT a whole System not working but more likely one or two devices not functioning properly.

 

If we are talking about a theater system, does this mean NOTHING is working? IE cable box, DVD, music servers, No sound, no picture??? Use your remote and go through all sources to see what works or does not work. More than likely its one device and the biggest culprit is the Cable box or Satellite receivers.

 

Cable box/Sat box is not working and all other sources are fine. If so, please see FAQ #1 and 2 for things to look for.

 

For anything else 1st we want to check power. Does any of the equipment show signs of life? If NO, then it could be the surge protector has shut off. Was there any power outages, storms or similar? It’s pretty rare that all equipment would just die at the same time and it’s most likely a power issue. Check the main circuit breakers for power. If that is OK then we need to look at surge protection being tripped. Sometimes just rebooting or cycling off and on the circuit breaker and/or surge protector will do the trick. Our motto is when in doubt REBOOT....

 

Internet slow or not working?

Usually this is an Oceanic Time Warner modem issue. 1st thing would be to reboot both the modem and router by either unplugging their own power cords from them and let sit for about 30 sec and plug them back in, if you can’t reach these devices turning off the circuit breaker for these devices will also work. If that does not work or to hard you can always call TW and ask for them to do a modem check. You can also ask them if there are any known issues going on in your area. If they can see the modem but the signal is low they may need to send someone out to boost the signal. If they are NOT reporting any issues then it might be an internal issue warranting a service call by us.

 

Call Time Warner 1st and if they report no findings then please reach out to us for a service call.

 

What are your service policies , rates and warranties? (please pick which Island your on as each island is a bit different for rates)

 

Please see our service rates and policies per island. Click the link for which island your on to see that areas rates and policies.

Maui 

Kauai

Oahu

Do you provide design, engineering and project management?

Yes we sure do. Below is our design/engineering and consulting agreement/guidelines to get started on a new project. You can also download this agreement (same as below) by clicking here.

 

Please also download our New Owner questionnaire by clicking here, which asks some basic questions about your needs and wants for technology in your home. You can bring these with you to our initial meeting our email back the filled in info to info@pachawaii.com and we will print out and bring them with us.

 

Pacific Audio & Communications, Inc. welcomes the opportunity to work with you through the design and planning of your Home Entertainment Communications and Control System. To ensure the System satisfies your needs and enhances the design of your home, Pacific Audio & Communications, Inc. uses the following design and consultation approach:

 

Project Review:

 

The first step in the design process, The Project Review, familiarizes us with the architectural and interior design elements of your home. It also supplies the technical information we use to determine the best approach for wiring your home and installing your System.

 

A complete and up-to-date set of architectural site plans and artist conceptual drawings should be sent to us. We also request that you complete our Project Review & Client Preference Questionnaire. This questionnaire helps us understand the types of products your System will manage. We analyze these materials and, if appropriate, survey your home site. We also consult with your builder, architect, interior designer, and others involved the design and/or construction of your home to establish an efficient working plan and schedule.

 

Client Preference Interview:

 

After the Project Review, we will conduct your Client Preference Interview. At this meeting we discuss specific System’s features and capabilities, aspects of your projected homeowners’ lifestyle which should be considered during System design, and unique features of your home. This Interview lasts two to three hours. All decision-making persons should be present.

 

Project Proposal and Preliminary System Design:

 

After the Project Review and Client Preference Interview, we will prepare a customized Project Proposal and Preliminary System Design. This document includes a custom design for your systems; descriptions of proposed features; system diagrams using CAD layouts for all wire runs and locations of Audio/Video devices for rough-in; CAD development of equipment details and a “CONCEPTUAL” cabinet layout for said equipment. The total investment for your Systems and details of Pacific Audio & Communications Inc.’s warranty, service and maintenance programs is also included.

 

Project Management:

 

Project management will consist of field site visits for documentation delivery and review with homeowner; site rough-in walk-through with homeowner and Others); materials drop off and review where needed; rough-in stage check-ups (during rough-in by Others for quality control issues and questions); and a final rough-in check-up prior to dry-wall. (If Design &Engineering and Project Management contract was for rough-in purposes only then the contract will be complete at this stage.)

 

The initial investment for conducting the Project Review and Client Preference Interview, and for preparing the Project Proposal and Preliminary System Design is a minimum of $500.00 put could be higher depending on size and scope of the project, the true design and engineering price will be determined once all of the above requirements are meet. Our initial consultation is FREE.

 

The preliminary design price includes one major change to the system layout. We will notify you if we anticipate running over this allotted time. If project is accepted we will credit the fee back to your account. (Changes may be out of our hands due to construction limitations, time-line or homeowner’s needs and wants.)

 

These documents are the intellectual property of Pacific Audio & Communications, Inc. and once purchased can be used at the owner’s discretion with no recourse.

 

 

Whats the 1st step in getting an integrated home started?

You just did the 1st step by contacting us and we thank you for that.

The next step is to get some general information from you. You can start that by downloading our New Owner Questionnaire by Clicking here. This PDF will answer some basic questions needed to get started. Then we will want to setup an initial meeting. You can get more info about our initial meeting and design/engineering procedures by looking at FAQ #6. or download the Design and consultation PDF  by clicking here.

You can bring these with you or send back the filled in info via email to info@pachawaii.com and we will print out and bring with us to initial meeting.

Cable Box Shutting Off After A Certain Period Of Time!

There are 2 things that cause the cable box to shut off. Press the following on your remote to check the settings:
A/SETTINGS/DEVICES/POWER OFF TIMER (this is a timer to shut the box off after a certain time has lapsed)
This one is usually not the problem.

The other is:
A/SETTINGS (scroll right to)/TIMERS/POWER SAVE MODE
This one often is default on, and shuts the box off after 4 hour. Turn off power save mode to stop this from happening.